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Thursday, September 26, 2019

Cleveland Hopkins Airport Second Worst in J.D. Power Customer Satisfaction Survey of Mid-Size Airports

Posted By on Thu, Sep 26, 2019 at 1:28 PM

  • Tim Evanson/Flickr CC
There are great airports, good airports, and the rest.

Cleveland Hopkins, once again, and not surprisingly, is among the rest.

Literally, according to J.D. Power's 2019 survey of customer satisfaction of mid-sized airports in North America, where Hopkins fell second to last in the rankings, notching a 755 out of 1,000 on the point scale.

Its two-circle rating qualified it in "The Rest" category of satisfaction, and it escaped falling in dead last by only one point to the Kahului Airport.

Congrat, Cleveland.

click to enlarge screen_shot_2019-09-25_at_11.04.08_am.png

The survey's key findings overall:

Traveler satisfaction stagnates after several years of growth: The overall customer satisfaction score this year for North American airports is 762, up 1 point from 2018. The modest performance is attributable to lower-than-average facility access scores, with larger numbers of travelers citing construction-related delays getting into and out of the airport.

Light at the end of the tunnel: The common bond among top-performing airports such as Detroit Metropolitan, Portland International and Indianapolis International is relatively new facilities that accommodate increased passenger volume, incorporate localized food and beverage offerings and offer easy access. Airports that can handle larger numbers of passengers while providing such experiences see a payoff in the form of improved satisfaction scores.

Improved TSA processes, biometric screening improve security efficiency: The experience of getting through airport security—a perennial drag on airport satisfaction scores—has improved 5 points due to improved TSA processing and more widespread adoption of biometric screening technologies that move passengers through security faster.
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